Introduction of Quality

• What is Quality and History of Quality
• Benefits of Quality Systems
• Meet the ISO 9000 Family
• Cost of Poor Quality
• Evolution of Quality Management
• Quality Management Principles and Six Sigma

Definitions of Six Sigma

• What is Six Sigma and What Does Sigma Mean?
• History of Six Sigma
• Why should Organizations Use Six Sigma?
• Savings from Six Sigma
• Six Sigma as an Improvement Strategy

Six Sigma in Customer Service

• Effects of Six Sigma on Customer Satisfaction
• Levels of Sigma Performance
• The Kano Model and Quality Function Deployment
• The Fruit of Six Sigma

Implementing Six Sigma

• The Methodology
• The DMAIC Method (Define, Measure, Analyze, Improve and Control)
• Roles for Managers and Employees
• Six Sigma and Lean
• Roles of Green Belts and Black Belts

Problem-Solving Using Six Sigma

• Six Sigma Tool Box
• Control charts
• Pareto
• Cause and Effect
• Scatter Diagrams
• The Turtle Diagram

Statistical Analysis in Six Sigma

• Sigma as a Metric
• Sources of Variation
• Calculation of Process Capability and Sigma Level
• The Commute Example
• Software Used in the Analysis

Deployment of Six Sigma

• Project Selection and Charter Importance
• Leadership and Employee Involvement

Corporate Commitment: 10 questions for leaders

• Selection of Six Sigma Projects: Guidelines
• Characteristics of a Successful Six Sigma Project